At a Glance
- Tasks: Coordinate incident resolution and drive problem investigations in a complex IT environment.
- Company: Join a leading tech firm focused on continuous service improvement.
- Benefits: Competitive contractor rate, extra pay for on-call duties, and hybrid work model.
- Other info: Dynamic role with opportunities for professional growth and collaboration with diverse teams.
- Why this job: Make a real impact by improving IT services and enhancing user experience.
- Qualifications: SC Clearance, ITIL certification, and proven experience in Incident & Problem Management.
Location: Warrington – Full time onsite during the initial training period (up to 5 weeks, depending on completion), transitioning to a hybrid model of 1–2 days onsite per week based on business needs.
Contractor Rate: £275 to £290 per day inside IR35. Extra pay for on call - hourly rate pro rata.
Duration: 6 to 12 months initially.
Clearance: Must be SC Cleared.
Role Summary
Our client is seeking an experienced Incident & Problem Management Analyst to coordinate incident resolution, drive problem investigations, and support continuous service improvement within a complex IT infrastructure environment. You will apply strong ITIL expertise, lead bridge calls, manage stakeholder communications, ensure SLA compliance, and maintain high‑quality BAU delivery.
Key Responsibilities
- Act as the main contact for all Incident & Problem Records.
- Monitor SLAs, drive incident reviews, and ensure accurate closure.
- Lead and chair major incident bridge calls.
- Guide Incident Process Coordinators and collaborate with SIAM, ITSM, Service Desk, and business teams.
- Manage full major incident lifecycle: diagnosis, escalation, comms.
- Produce trend analysis and support long‑term root‑cause remediation.
- Represent service management in customer meetings and project discussions.
- Deliver process improvements and ensure BAU quality and turnaround are met.
- Provide clear stakeholder communication across the organisation.
- Support on‑call rota duties as required.
Qualifications
- ITIL certified or strong demonstrable ITIL knowledge.
- Proven Incident & Problem Management experience in an ITSM environment.
- Strong understanding of ITSM tools, SLA reporting, metrics, and escalation.
- Experience within busy service desk or infrastructure environments.
- Excellent communication, negotiation, interpersonal and customer‑service skills.
- Ability to lead incident calls and engage senior stakeholders.
- Strong analytical and operational decision‑making.
- Experience with onsite/offshore teams and out‑of‑hours support.
- Proactive approach with focus on service excellence and improvement.
Incident and Problem Management Analyst - SC Cleared in Warrington employer: Queen Square Recruitment
Join a dynamic team in Warrington where your expertise as an Incident and Problem Management Analyst will be valued and nurtured. With a strong focus on continuous service improvement and a supportive work culture, you will have the opportunity to enhance your skills while enjoying a hybrid working model after initial training. Our commitment to employee growth and a collaborative environment makes us an excellent employer for those seeking meaningful and rewarding careers in IT service management.
StudySmarter Expert Advice🤫
We think this is how you could land Incident and Problem Management Analyst - SC Cleared in Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT sector, especially those who have experience in Incident and Problem Management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your ITIL knowledge and incident management scenarios. We recommend practising common interview questions and role-playing with a friend to boost your confidence.
✨Tip Number 3
Showcase your communication skills! During interviews, make sure to highlight your experience in leading bridge calls and managing stakeholder communications. This is key for the role, so let your expertise shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Incident and Problem Management Analyst - SC Cleared in Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in Incident and Problem Management. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share specific examples of how you've tackled incidents and driven improvements in past roles. Let us see your personality and passion for the role!
Show Off Your ITIL Knowledge:Since ITIL expertise is key for this role, don’t forget to mention your certifications or relevant experience. We want to know how you’ve applied ITIL principles in real-world scenarios.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered promptly. Don’t miss out!
How to prepare for a job interview at Queen Square Recruitment
✨Know Your ITIL Inside Out
Since the role requires strong ITIL expertise, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in past roles, especially in incident and problem management.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to describe how you would handle specific incidents or problems. Think of examples from your experience where you successfully managed incidents, led bridge calls, or improved processes, and be ready to share those stories.
✨Showcase Your Communication Skills
This role involves a lot of stakeholder communication, so highlight your interpersonal skills during the interview. Practice explaining complex technical issues in simple terms, as you'll need to engage with both technical and non-technical stakeholders.
✨Demonstrate Your Analytical Thinking
Be ready to discuss how you approach trend analysis and root-cause remediation. Prepare examples that showcase your analytical skills and decision-making process, particularly in high-pressure situations like major incidents.
